Service Delivery Manager

About the Job you're considering

We’re excited to be offering this opportunity to join our established and rapidly expanding team as a Service Delivery Manager, working across a diverse range of technologies and areas of the busines. This role is suitable for an individual who enjoys being part of a flexible, diverse team in a complex and variable environment. 

Hybrid Working:

Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

Your Role

You will:

• Work as a single point of contact between the Client Service Managers and the Delivery Teams you will act as an escalation point for live service issues, owning all existing and new services
• Managing customer relationships, including preparation for business events, forecasting and improvement initiatives. 
• Ensuring that team financial forecasts are managed in a regular and timely manner and that actuals are accurately and promptly reported as part of the M-Review cycle with support of PMO. 
• Support the Incident Management processes and manage the communication response ensuring the required information is available to both management, technicians and the business. 
• Support the Major Incident processes and manage the communication response ensuring the required information is available when required by both management and technicians. 
• Reporting of uptime and availability of the live operational services/infrastructure including the management of Service Level Measures and associated commercial discussions. 

Your skills and Experience

• Be able to manage conflicting demands
• Interface with key third parties and internal functions
• Support service delivery and service improvements
• Takes ownership of service issues
• Excellent communicator and stakeholder management
• Lead in alerting, reporting and monitoring of live service
• Report against SLA and KPI’s, produce management information with detailed analysis
• Outcome oriented
• Proactively engage with and lead major incident management when required
• Lead and assist with continuous service delivery improvement initiatives
• Is confident working in an Agile environment

We're a Disability Confident Employer

Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme.

As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:
**Declare they have a disability, and **
Meet the minimum essential criteria for the role.

Please opt in during the application process

Your Security Clearance

Your security clearance and pre-employment checks

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance.
To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.
Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality.
Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.

Why you should consider Capgemini?

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask.  When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts.  We find new ways technology can help us reimagine what’s possible.  It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future.  By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.

Make it Real - what does it mean for you?

You’d be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation.  We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions. 
To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.

You will be encouraged to have a positive work-life balance.  Our hybrid-first way of working means we embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people.  All UK employees are eligible to request flexible working arrangements. 

About Capgemini

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2025 global revenues of €22.5 billion. Make it real | www.capgemini.com